Samir H

Can’t get any worse, awful service

Wow, I don’t really know where to start here?? I had to ask myself is it possible to receive such an awful service from a BMW center in UK and unfortunately for me yeah you can in Dick Lovett Bristol branch. I will try to sum it up in quick. We bought approved used BMW from Vertu in Bridgewater . 4 weeks later car just stopped in the middle of the road without any warning lights , we nearly avoided accident with kids in the car as car behind us couldn’t see us properly without any lights. Only thing that worked in the car was SOS phone. Lady was very helpful, explained that recovery vehicle will come and try to fix it if not they will take car to our closest BMW centre. Unfortunately to us happens to be DL Bristol. Way we were treated from centre was just so awful and beyond any standards that I can’t find words to describe it. One of the lady from the reception told my wife if you by a TV and your remote doesn’t work you won’t send your tv back . Still can’t believe she said that , I was embarrassed for her. Car had few different problems, (dead battery , faulty FEM etc) they didn’t want to investigate the car main problem unless someone authorised new batterie etc.. It was constantly me who needed to call and ask for update. Eventually had to involve BMW UK , the biggest problem was why bring car to us when bought in Vertu group, that’s how they made us feel. Especially lady called Melissa, if she isn’t at work there isn’t anyone who apparently can help. I called today ask for manger or someone lady answered to me he is in Peru on holiday. On a top of all of it when everything after 4 weeks ( hopefully) got fixed I said I come and collect my car and would like to meet Mellissa in person I have been told that she is in till 5pm and will be there , when I came to my surprise it was young gentleman on a desk but Melissa had a family emergency. Funny that l!!! She couldn’t face customer as she knew how she treated us !! BMW UK sent me an email saying that service manager Josh Cooper was taking my case , and you expect you get courtesy call etc , no way don’t be silly . It’s just beyond me that when every industry fighting for every customer, guys from Dick Lovett unfortunately don’t care at all . They even didn’t help me with finding my hire car , I had to google that myself, they could have just given me roadside assistance cover tel number and I could do it myself but no that was to much to do . Do apologise for long review however if you are buying approved used BMW and bringing it back to Dick Lovett prepare yourself for a difficult adventure. I give them 0/10 . Samir Hadzigrahic